Nexstar owners master essential customer interactions
Nexstar Network’s 2015 Owners’ Spotlight event was held March 5-7 in Kissimmee, Fla., at the Gaylord Palms Resort and Convention Center
The event began with a Nexstar Legacy Foundation workshop moderated by Brad Krause, president of The Service Professor, discussing the successful finding and hiring of veterans.
Attendees then split into four different breakout sessions held by: Lennox, which discussed maximizing your profitability; Goodman, which hosted a myth busters discussion featuring Nexstar members; Barnett, which discussed five ways to reduce inventory costs; and a joint session by ServiceTitan and NSPG, which discussed bundling software for success. Afterward, attendees reconvened on the tradeshow floor where 50 vendors showed members their products and services.
The event’s first keynote speaker was Scott McKain, business thinker and bestselling author, who discussed how attendees could make their business stand out by creating distinction.
“Great isn’t good enough to grow,” he said. “Great today will not ensure great tomorrow. Familiarity breeds complacency. If all you’re doing today is what you did yesterday, then it’s a recipe for failure.”
He then went on to discuss the four cornerstones of distinction: clarity, creativity, communication and the customer experience. He encouraged attendees to create goals that were specific, realistic and written down somewhere they could always see them. McKain received a standing ovation from attendees.
Keith Mercurio, Nexstar’s training manager, gave a nod to the previous night’s Nexstar Legacy Foundation workshop on Troops to Trades and how it can be beneficial for service businesses — as it was for Thad David, veteran and ride-a-long coach for Allen Services.
Nexstar’s marketing coaches Ed Cerier, Susan Kimball and Melanie Tauring addressed how to respond to online reviews and encouraged owners to show reviewers they cared by responding within 24 hours — especially when the new normal is “Word of Mouse.”
The second keynote speaker, Scott Stratten, author of “UnSelling,” talked about the difference between being a leader and being a boss, about being the brand, and about what social media is good for.
“You have to improve your front line in order to improve your bottom line,” he said.
Read here to learn more about the event.